Use our contact us form to reach the right team at CIRRO. You can also check out our FAQs.
CIRRO E-Commerce is a global cross-border e-commerce logistics provider that offers end-to-end parcel delivery services.
In case of undeliverability, your parcel will be sent back to our local site.
If the original shipper offers you the option to return your parcel, then attach the returns label on the parcel and send it back. The returns label is in the parcel. Also, you can download and print it from the original shipper’s website or from an email from the original shipper.
If the original shipper does not offer any return options, then you can contact the original shipper to place a returns service order to CIRRO E-Commerce. Once you receive the returns label from the original shipper, attach it on top of the shipping label of your original parcel and bring the parcel to the local courier to send it back.
If you are the original shipper, you can submit a return request to our Customer Service Center using the Contact Us Form on this page.
If you are the original shipper, you can submit an order query to our Customer Service Center using the Contact Us Form on this page.
If you are the receiver of the parcel, CIRRO E-Commerce has no right to handle the parcel on behalf of a non-agreed party. Your parcel will not be accepted or stored at our local site. You can only contact the original shipper for exchange, returns, or refund.
If your parcel was not delivered, check the status of your shipment our tracking platform.
If your parcel’s location is still unclear, please contact our Customer Service Center using the Contact Us Form on this page. We will then start an investigation in collaboration with the local courier that handled your shipment.
Most shippers have fixed agreements with CIRRO E-Commerce for lost parcels. Only the shipper can file a complaint about a lost parcel because the shipper pays CIRRO E-Commerce for the shipment.
The original shipper needs to meet certain deadlines, but only the original shipper can determine, in consultation with you, whether to send the parcel again or to refund you.
Check the following possibilities before contacting the shipper:
Ask if someone else (your neighbor or cohabitant) has received your parcel.
If it is a small parcel, the local courier may have placed it in the letterbox.
Your parcel may have been delivered according to your delivery preferences (to a pick-up point, locker, safe place, or neighbor).
Make sure you have not received an attempted delivery notice from the local courier in your letterbox. This will tell you where your parcel is.
If the status in tracking hasn’t changed for more than 2 weeks and the receiver didn’t receive your parcel, please contact the Customer Service Center using the Contact Us Form on this page.
If the contents of your parcel are damaged or lost, please directly contact the original shipper within seven days of receipt. Provide the shipper with photos of the damaged packaging and contents so the shipper can come up with a solution.
If the contents of your parcel do not match what you ordered, you should contact the original shipper of your parcel for returns, exchange, or refund. You will usually be asked to return the incorrect parcel first.
If the original shipper offers you the option to return your parcel, then attach the returns label on the parcel and send it back. The returns label is in the parcel. Also, you can download and print it from the original shipper’s website or from an e-mail from the original shipper.
If the original shipper does not offer any return options, you can contact the original shipper to place a return shipping order. Once you receive the label from the original shipper, attach that on top of the shipping label of your original parcel and bring the parcel to the local courier to send it back.
Bring the parcel to the local courier listed on the shipping label and tell the counter clerk that the parcel was delivered to the wrong address. They will make sure it gets delivered to the correct address.
DHL and USPS also deliver parcels for CIRRO E-Commerce. You must attach a valid CIRRO E-Commerce shipping label on your return shipment. Your parcel will be delivered to the original shipper by CIRRO E-Commerce.
A parcel that is delivered by a different service can always be sent back with CIRRO E-Commerce. In that case, you must purchase a shipping label via our website. You send your return shipment as a regular parcel.
The shipping fee depends on weight, size, and destination. Use our Get a Quote Form to enquire the price of your shipment. Our local partners are responsible for the delivery of your return shipment outside of the CIRRO Network.
The original shipper of your parcel determines whether you must be able to present a proof of shipment to get a refund on your purchase.
The barcode on the label is scanned by the local courier to send the parcel. The original shipper sees when the parcel is scanned in our tracking platform. You can always take a screenshot of the tracking platform as proof.
As soon as your return shipment is delivered to CIRRO E-Commerce, you can see when the parcel is scanned in our tracking platform.
If this is not sufficient for the original shipper as proof, please contact our Customer Service Center using the Contact Us Form on this page.
As you are the original shipper, you must submit the compensation request. The compensation depends on the type of shipment.
To submit a claim for compensation, please contact our Customer Service Center using the Contact Us Form on this page. We may contact you for more information or documents when necessary. In case of damage, the complaint must be submitted within seven calendar days of receipt.
Once the original shipper has handed in the parcel, you can no longer change the address. If the local courier cannot deliver the parcel, it will be returned to the original shipper.
“Shipment information received” means CIRRO E-Commerce has received the shipment information from the original shipper and the tracking number of your parcel has been created automatically. However, the parcel has not been handed over to CIRRO E-Commerce. For shipment details, we suggest you directly contact the original shipper or the e-commerce platform’s customer service.
Please note that customs clearance times vary depending on inspection from local customs officers. Please keep tracking the status updates on our tracking platform.
If your parcel is returned to the original shipper, it means the parcel did not meet the delivery requirement. Certain goods and substances are prohibited by law to be shipped to every country. As a result, your parcel has been returned to the original shipper. Please contact the original shipper or the e-commerce platform’s customer service for a solution.
North American Headquarters
5215 S Boyle Ave Vernon,
CA 90058,
United States
ecommerce@cirroglobal.com
European Headquarters
Oceanian Headquarters
3/10-12 Wiggs Road Riverwood,
NSW 2220,
Australia
ecommerce@cirroglobal.com
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